Silverbear Support
Built around an ITIL framework the Silverbear Service Desk prides itself on providing its customers with a consistently high quality support offering, providing a single point of contact for our customer including;
- Rapid restoration of services to its customers
- Customer focused team that marries technical expertise, business awareness with a strong customer service ethos
- Pro-active SLA monitoring
- Clear escalation points for customer to aid incident resolution
By using network and system monitoring tools Silverbear are able to proactively monitor customer systems to maximise availability.
All hosted solutions are part of a regular patching schedule to ensure that any vendor updates are deployed to minimise any potential security issues.
The primary objective of support is to ensure that normal, agreed levels of service are maintained (and exceeded) on an on-going basis. Our customers and end users engage in the Support team through the Service Desk function, which provides the single point of contact via telephone or e-mail.
Where changes are required to any aspect of a system, the Support team will be fully engaged to ensure the changes have the minimum disruptive influence on the smooth running of the service.
As part of the Silverbear approach to ensuring that we fully understand our customers’ requirements, Service Desk staff are involved throughout the development phase including the testing and the pilot support.
Contact Silverbear's Support Team
For further information on Silverbear's support services please contact us.
